“I rented a wheelchair for my wife—who is recovering from an injury—so that she could be included in our family’s sightseeing plans during a vacation in Washington, DC. What should have been a straightforward process turned into a frustrating and disruptive ordeal that significantly impacted our trip.
I reserved and prepaid for the wheelchair weeks in advance, including an additional delivery fee to have it brought to the home we were staying at. I provided the exact address during the booking process. Then, just days before the trip, I received a call informing me that they could not deliver to that address after all, and I would now need to pick it up myself from their warehouse. Though they refunded the delivery fee, I had to completely adjust our itinerary and eliminate several planned activities as a result. That alone was an inconvenience, but unfortunately, it didn’t stop there.
After using the wheelchair for one day without issue, the seat portion accidentally fell out of our SUV and broke an arm when it hit the ground. I immediately contacted the company and was told they had no replacement units available. I completely understood that the damage was my responsibility and had even paid for the insurance, but the deductible of $250 on top of the $66 insurance fee feels excessive for a single broken armrest.
They then asked me to return the damaged chair that same day, which meant sitting in traffic for over 90 minutes and canceling yet another day’s worth of vacation plans. When I arrived, I had to coordinate closely just to meet the only employee at the warehouse. I was so exhausted and frustrated by the entire process that I simply left the broken chair and declined a replacement. That meant that for the remaining days of our trip, my wife had to miss out entirely on our plans—something we had tried so hard to avoid in the first place.
Now, despite having the chair back in their possession, they have repeatedly called and messaged me as if I still have it—even after charging my card for the deductible. On top of it all, they refuse to refund me for the days we did not have use of the wheelchair.
Key takeaways:
Very disorganized and difficult to communicate with
Excessive fees despite insurance
Inflexible and unhelpful customer service
Poor communication and coordination with their own warehouse
No consideration for the disruption caused to our plans and the real human impact of their failures
What was meant to be a supportive accommodation for my wife turned into an ongoing source of stress. I cannot recommend this company, and I sincerely hope they address the internal issues that caused such a disappointing experience.”
“This was a wonderful service! My grandma rented a scooter at the Jewelry show in Las Vegas and not only was their prices so reasonable, but their service was so good and they went above and beyond to be friendly to my grandma! There were two gals and a young man! I remember the names Elaine and Cat but the gentleman, I have missed his name! They were kind, respectful and had such great sense of humor! The Scooter worked so well! Thank you for your wonderful service!”
“Terrible customer service for a broken down piece of rental equipment . Left us stranded. Would never trust them if you disabled and are dependent on the scooter you rent to get around.”
“scooter battery charger stopped working and we lost two full days of our holiday, and spent around 2 hours on the phone trying to sort it out. we knew the problem before calling and requested a new battery charger to be delivered that day but they insisted on various phone calls and making us charge it for hours and check it. Fortunately the second person we spoke made arrangements immediately and thus they finally agreed to send a battery in the evening after pledging our case, and it never turned up. After requesting a completely new scooter, it arrived lunchtime the following day, meaning that was a second day of our holiday was lost. Extremely disappointing given my dad couldn’t get around the hotel independently without the scooter due to his disability and we were on the last two days of our holiday. We received compensation for half a day. If we need to hire again we will not choose scootaround as they did not seem to understand how essential the scooter was for someone’s independence.”
““After being scammed by a broker, I felt helpless and frustrated until I found Supreme Asset7. Their team was professional, supportive, and handled my case with expertise. They walked me through every step and successfully helped me recover my lost funds. I’m beyond grateful for their assistance and dedication. If you’re in the same situation, don’t hesitate to contact them—they truly deliver results!
📧 𝐄𝐦𝐚𝐢𝐥: 𝐬𝐮𝐩𝐫𝐞𝐦𝐞𝐚𝐬𝐬𝐞𝐭𝟕 @𝐠𝐦𝐚𝐢𝐥 .𝐜𝐨𝐦
𝐎𝐫
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They are a trustworthy and reliable solution for victims of scams!””
“I rented a scooter for myself and my wife on feb 2024 for the cruise ship Mardi Gras halfway up the ramp the chair died had to be pushed to the customer service desk they called scooter round at the port before asap while still in port the response they received was they are already packed up and getting ready to leave bottom line carnival let me use a smaller scooter with less features that broke down I went through 2 or 3 scooters on that cruise and scooter round said they could only give me 1 DAY credit because I was given a use of another scooter while on board my wife and I cruise twice a year for over 15 years and rent 2 scooters each time we cruise on Feb 8th Mardi Gras 2025 your company don’t care about the handicap anymore just your bottom line I know this won’t be taken care of I’ve talked to 3 or 4 members of your team so I purchased my wife a nice electric wheelchair and will tell everyone I see with one of your chairs my story and how it’s cheaper to rent local”
“I rented a scooter for Halloween evening. It was fully charged and stopped working in an hour. My husband and i were stranded. We are in our mid 70s. Scooteraround tried oral instruction's to move it. It was not movable and not portable-so couldnt be broken down. Scooteround asked us to wait for a pickup. We called back and was told the same thing. They never came. We took the keys got picked up and told them the address it was near. Several days later they called for end of rental pick up, had to read their open records to figure out what happened and in the interim it had been stolen i had purchased theft insurance from them . It wasn't enough, i was not at fault in any event and they charged 500 for loss of scooter as well as a 4 day rental cost which should have been refunded. They wrote an email apologizing for leaving us stranded and no one calling but charged us over $ 700 anyway . Not one person i spoke with could state what we could have done differently by us . An appalling way to treat an older disabled traveller”
“Rented for a cruise. Picked up the scooter on Monday. The scooter started malfunctioning on Tuesday evening. By Wednesday morning, it would not operate. Took it to Customer Service on the Ship. The CS rep on the ship offered an exchange. We took it. The exchanged one was just as bad as the original. Went back to CS on Thursday to see if they would contact Scooteraround for us or see what assistance they could provide. CS advised nothing they could do but to rent us one from the Ship, but it would cost us $50 and a $50 deposit. Did not feel as if we should have to pay for a service that we had already paid for from the company that the Ship told us to use. Asked CS to contact Scootarond, but advised they could not. Finally, Friday, I bit the bullet and used my phone to make the international call. After several calls totaling over 30 minutes at $3.99/minute, with being on hold and speaking with rep, the issue seemed to be resolved. However, it was only short lived as within an hour after the call, the scooter was dead again! Because I did not directly contact Scootaround until Friday, they consider the issue did not begin until Friday. They did offer a refund of $77 and a future credit of $40. That certainly feels like a huge slap in the face, considering there was 4 days that it was not operational. The refund was barely for one day rental. I highly suggest that no one without an international calling plan use this company.”
“Thank you for letting me rent the scooter it was on time for me when i got there to my room, the price was a little hight was looking for a discount because i have rented so many time and will like to rent again on November 29,2024”
“No brakes! Every time we went into the ships elevator, which is only about 2 inches deeper than the scooter length, we seemed to bump the elevator wall. If power is turned down to go very slowly wheels cannot pull themselves out of the gap between elevator floor and lobby floor, add power and hit wall. Several times I released the throttle and scooter kept moving once hitting a fellow passenger, no injuries thank God! Why are throttles no not progressive as on most motorized riding devices such as snowmobiles? And why no brakes, I am surprised these devices are even legal, or that cruise lines allow them on board.”
“This company is a middleman and some other business actually provides the scooter/wheelchair. Mine was delivered with a defective charger and I spent an entire day dealing with scootaround who could not actually fix my problem, and they would not give me the phone number of the actual business that could. It would've been much better if I had rented directly from the equipment rental business. That's what I will do next time.”
“NCL only allows Scootaround rentals on their ships. So, I contacted Scootaround and reserved an electric wheelchair for my once in a lifetime NCL cruise in January 2024 leaving July 3, 2024. Today, 3 days before leaving I received a call that they can’t fulfill my request! Apparently they only have 1 electric wheelchair in Europe and it was damaged. How ridiculous to only have one and yet if you listen to their advertisement while you sit on hold they boast about their wheelchair rentals! They did offer me a manual wheelchair. How on earth do they think I’m getting to the ship in the first place?? It’s not a manual wheelchair I need…it’s an electric wheelchair that will provide me with some independence!! They couldn’t even provide me with a scooter (although that would have been extremely difficult for me to use).
I have never been so disappointed in any service until Scootaround. Thanks for ruining my trip Scootaround. I will have to reconsider using NCL in the future if I have only you to rely on!”
“Car broke down on the way to car show in Carlisle, Pa. Called customer service to explain my situation. Gave them 5 options to help me out I was told NO "5" TIMES. Basically I just lost my $100 reservation and was told to kick rocks...”
“Your staff at carnival terminal F was exceptional. My name is Frances Hudson. My own scooter wasn't charged and I thought I had left my charger home. Your staff and an older porter pushed it out of passenger traffic. I rented one of yours. On several occasions the scooter just took off and wouldn't stop even when I released the controller. In fact it collided with objects and passengers. This was not operator error as I've been using mobility scooters for years now and this is the first time I've experienced anything like this. Fortunately no one was injured and were all kind about it. Please check this scooter out before someone is injured. Let me say again how pleasant and helpful your staff was at terminal F and D. They were a life/cruise saver for me”
“Not worth the money. Rented a scooter for a Disney cruise from Port Caneveral.
I am a disabled vet and can only walk a few steps. The scooter was delivered and the seat was torn and stuffing was coming out. Twice while using it on the Disney private island and the ship, the scooter just stopped working I wrote the company and requested a refund but heard nothing.”
“With bad knees, the walking part of Las Noches is difficult, but it is an event I love. This year, I tried a motorized scooter and it was the perfect solution. I was able to go everywhere and do everything! The 2023 event was wonderful. I loved the musical , storytelling, and nature tents and venues at the end of paths. The mingle of cultures and the music out under the moon and stars makes my enjoyment of the season much richer.”
“Very good experience. The scooter was clean and functioned perfectly. No problems with the battery running out like I've sometimes experienced in big box stores. The staff was very friendly and helpful.”
